CASE STUDY

University of Medical Center

The challenge Overview The Medical Center (UPMC) consolidated several operator University of Pittsburgh Medical Center locations into a single, integrated team responsible for handling calls and initiating codes (UPMC) is a cohesive health delivery for four of UPMC’s large, urban ; UPMC Children’s of Pittsburgh, system located in Pittsburgh, , UPMC Magee-Womens Hospital, UPMC Presbyterian, and UPMC Shadyside. After with 40 academic, community, and consolidation took place, they discovered a great deal of variability existed in terms of specialty hospitals. They are the largest the way calls were managed. Operators were having difficulty quickly connecting to nongovernment employer in the state, with the right people. According to Colleen Sullivan, director of operations at UPMC, they 89,000 staff members and 4,900 employed wanted to standardize operator workflows. “We found that operators at each location doctors. Several hospitals hold top-ranked had differing console views,” explained Sullivan. “Nothing was consistent, from naming status, including UPMC Presbyterian convention to speed dial numbers.” In addition, contact details were located in separate Shadyside, which is one of only nine tabs for each of UPMC’s eight facilities. Operators were required to navigate through hospitals ranked in the nation’s top 20 of four or more clicks to access this information. America’s Best Hospitals for 10 years in a row by U.S. News & World Report.

The solution Industry

Using Spok, UPMC created one console view and implemented a single tab to access Healthcare contact details. Now, operators have all the information they need at their fingertips. Business drivers They have a full view of a contact’s name, title, and pager number, in addition to the contact’s location and main department phone number. “The consolidation process • Increase operator efficiency would not have happened so smoothly if we didn’t have Spok,” says Sullivan. “And, the • Streamline operator workflows operator feedback has been overwhelmingly positive regarding ease of use.” • Support contact center consolidation efforts

The results Solution • Spok® console and web directory With a centralized view and a single tab for accessing contact details, UPMC has “The consolidation Results improved the operator onboarding process process would not have • Improved operator onboarding substantially. New operators find the happened so smoothly if • Reduced the average number of clicks system more efficient and less intimidating. required to quickly access staff contact In addition, they’ve reduced the number we didn’t have Spok.” details of clicks an operator must take to access Colleen Sullivan Director of Operations, UPMC hospital contact details (from four or more contact center clicks, to just one). spok.com

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